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Director of Customer Support

Company: EIRICH Machines, Inc.
Location: Gurnee
Posted on: November 22, 2021

Job Description:

The purpose of this position is to provide leadership and direction for the Customer Support (Parts, Technical Support, Service, Warranty oversight) activities for the Eirich, American Process Systems (APS), and Tower Mill product lines in EIRICH Machines' assigned responsibility. This role is responsible for providing overall strategic direction for Technical Support, Parts, and Customer Service. This includes developing programs/plans, budgeting and reporting.

Essential Responsibilities/Duties:
Drive and manage the activities of the parts organization towards achieving established objectives.
Instill Customer centric culture and sense of urgency as it pertains to problem solving.
Direct and manage team of individuals to manage installations of new equipment and systems.
To support the customer and sales organization for the parts business that relates to an increase in annual revenue.
Develop and analyze KPIs to measure parts purchasing performances, including but not limited to price, quality, delivery and other related KPIs against company goals and objectives.
Drive the development and implementation of Customer Support product solutions (Example: repair and maintenance contracts, remote diagnostics, etc.).
To ensure cost, delivery, and quality plan is achieved monthly within the guidelines of the budget to meet or exceed customer expectations.
Oversee the management of the Service Department activity for scheduling and addressing customer repairs.
Maintains communication with solution management and sales in resolving solution problems.
Ensures product problems are brought to the attention of the Engineering department.
Create a strategy for the Customer Support department to implement after sales calls to ensure equipment operates to the customer's satisfaction.
Consults with engineering personnel to resolve unusual problems in system operation and maintenance.
Advise management regarding customer satisfaction, product performance, and suggestions for product improvements.
Determine and provide for staffing and training needs.
Travel will be required both domestic as well as international (est. 20% - 30%) or as business demands.

Aptitudes and Abilities:
Ability to communicate effectively with cross functional teams within the organization as well as the ability to communicate effectively with customers at all levels of the organization.
Mechanical and design Aptitude.
Physical requirements of job can include lifting, standing, bending, pushing, pulling, etc.
The ability to work in an office environment as well as a shop floor and/or construction site with varying environment conditions. Ability to navigate safely in these locations.
Ability to simultaneously manage a number of cross functional teams.
Able to define problems, collect data, establish facts, and draw valid conclusions.
Capable of thinking outside the box in order to reach solutions.
Must be able to adjust and re-direct schedule on a moment's notice.

Education/ Training:
Bachelor's degree in Mechanical Engineering required.

Experience:
Seven to ten years' experience in the field of service parts planning, distribution or management.
Experience managing direct reports.
Proven technical experience track record in design of systems (products and/or services).
Significant leadership and change management experience.
Strong customer focus and passion for delivering to customer commitment.
Track record of driving operational improvement.
Analytic, creative and business focused problem solver.
Strong influencing skills and ability to gain buy-in for initiatives.

Skills:
Effective verbal, presentation and listening communication skills.
Effective written communication skills.
Conflict Management skills.
Excellent organizational skills.
Strong leadership and decision make skills.
Excellent analytical and problem-solving skills.
Good prioritization skills and be flexible enough to adapt plans.

Other:
Valid driver's license and ability to adhere to Eirich Machines Inc., driving policy.
Must have a valid passport.

Keywords: EIRICH Machines, Inc., Waukegan , Director of Customer Support, Executive , Gurnee, Illinois

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